Kendra Shellhorn Email & Phone Number

Austin, Texas Area

Management of Service Sales team responsible for renewing annual maintenance contracts while ensuringcontinuity in service coverage with YOY revenue growth• Manage global team and support indirect teams to ensure customer needs are met or exceeded• Identify customer application and instrument usage in order to present best coverage solution• Negotiate customer requested changes to Service Contract terms and conditions• Provide account feedback and resolution support for Sales Managers when coverage discrepancies arise• Distribute monthly metric reports for supported instruments by region and associated revenue• Responsible for providing annual global service revenue forecast by region• Provide training and direction for Europe and Asia teams to manage regional Service Contracts• Designed, tested, and implemented conversion to Salesforce for management and reporting of Service sales• Participated in Order-to-Cash review and implementation project to improve customer focus across company• Initiated review of renewal process; established cross-functional core team and implemented changes resulting in improved efficiencies impacting multiple departments

Austin, Texas, United States

• Evaluated functionality within Salesforce to develop cross-functional value that supported business functions; provided feedback and recommendations to commercial leadership teams• Interacted with end users to gather requirements for changes or modifications to existing applications with the understanding of system dependencies and interrelation to business• Developed functional specifications per user requirements and articulated to Business Analyst team• Conducted core team meetings for project launch, phase reviews, and contractual requirements• Created Salesforce dashboards and reports per user requirements• Monitored and ensured ongoing user adoption of the CRM solution implemented• Service Sales SME for CRM implementation project to integrate new Service products and processesassociated with a corporate acquisition• Primarily support for Service Sales, Field Service and Technical Support business functions

Austin, Texas, United States

• Developed and managed tracking program for Partner Operation contractual deliverables• Implemented processes to significantly improve efficiencies of team based on business goals and Partner obligations• Partnered with CRM team in planning and coordination of Salesforce efficiency project• Collaborated with associated business teams to evaluate and implement annual price increases

Austin, Texas Area

Managed project timelines, resources, risks, issues, and activities to ensure deliverable were tracked and completed on schedule and according to contract requirements.•Conducted core team meetings for project launch, phase reviews, and contractual requirements.•Tracked and reported engineering deliverables and obtained customer sign-off at project completion.•Developed Salesforce.com (CRM) Customer Portal application for improved customer communication.•Evaluated customer contracts for complete understanding and compliance of project requirements.•Created and implemented processes and procedures that defined the customer experience.

Managed service efforts for customer and partner accounts; ensuring consistent communication, account updates, and problem resolution•Proactively managed forecasting and order demands maintaining a 95% on-time delivery average•Assured customer orders met contract terms and revenue recognition rules prior to acceptance and entry •Managed forecast planning, backlog, and delivery schedules between Operations and Sales teams•Established and chaired weekly core team calls to resolve customer technical and business issues •Evaluated contracts for pricing and order logistics, assured implementation and compliance•Developed metrics report to track performance data that supported key decision making, business planning, and identified necessary improvements•Developed system to manage annual support and warranty renewals•Created and maintained departmental procedures, in compliance with TL9000 and Sarbanes-Oxley•Coordinated installation and training resources to satisfy customer deployment timetables•Key contributor in development of order-to-cash process resulting in improved revenue recognition•Managed product implementations by performing customer evaluations to determine hardware and software requirements, based on application and capacity requirements•Implemented successful MRP conversion to Oracle with aggressive 4-month timeline and limited budget•Core Team member for conversion to Salesforce, managing sales, service contracts, and RMA activity

Austin, Texas Area

Restructured and managed Business Development Group in relation to customer base, provided an increase in on-time performance and improved overall customer satisfaction.•Executed customer account transitions between facilities in effort to balance factory loads.•Reviewed and approved customer orders for pricing, factory scheduling, and MRP system accuracy.•Provided initial review of RFQ packages and negotiated contract points including pricing.•Updated and streamlined ISO procedures and provided training on changes.•Maintained an organizational structure to effectively accomplish department goals and revenue objectives.Designed training and mentor program for new team members.

Managed target accounts with customer-focused teams that covered all production processes and assured complete customer satisfaction.•Coordinated NPI builds for targeted accounts, from initial material analysis through manufacturing•Established and managed timeline for pre-production builds to meet customer implementation goals•Maintained profitability through purchase price variance analysis of customer programs•Monitored program WIP, finished goods, and obsolescence inventory levels while achieving JIT goals•Implemented engineering change orders, communicated price and delivery impacts to customer•Established Supply Chain Team for MRP System conversion, developed system parameters and revised department procedures to accommodate new MRP system•Developed and implemented training program for department’s MRP conversion project